Pauline Wanyonyi

I’m a client-focused Customer Support and Scheduling Specialist with 8+ years of experience as the first point of contact for inbound calls, converting inquiries into booked appointments, and maintaining accurate CRM records.

In my most recent role, I’ve led customer engagement across high-volume calls, email, and chat, verifying and updating lead information, managing a shared customer inbox, and responding within defined 24-hour SLA timelines. I’m process-driven, independent in remote work, and committed to consistent service quality with a low error ratio.

My impact is measurable: I reduced average response time by 30% through structured workflow improvements and maintained CSAT scores consistently above 90%. I also executed outbound follow-up call campaigns to re-engage missed leads and support steady pipeline coverage.

Before that, I supported daily front-desk inquiries and patient/service requests at a hospital, scheduling appointments with high data entry accuracy, resolving complaints and escalating complex issues to supervisors. I also interned with the United Nations Office, responding to stakeholder and public inquiries while maintaining detailed interaction records that supported internal reporting.